University Hospitals deploys AI-powered virtual assistant at 150 hospitals, clinics

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Cleveland, Ohio-based University Hospitals — which has 150 hospitals, outpatient centers and primary care facilities — is deploying artificial intelligence company Interactions' AI-powered virtual assistant to schedule appointments.

Five details:

1.  University Hospitals is deploying the tool to alleviate long wait times over the phone or accidental misdirections, according to a Nov. 2 news release. The tool will allow patients to update patient profiles; schedule, reschedule or cancel appointments; or get appointment details without needing an agent. 

2. The health system receives 2.2 million phone calls to its contact center each year. Of those calls, 1.7 million are related to scheduling, rescheduling or canceling appointments.

3. After the AI tool authenticates a caller, it is able to provide personalized interactions. For example, the tool may ask "Are you calling about your appointment on October 30?"

4. "In order to foster consistent patient-provider relationships, and ultimately drive better health outcomes, people must be able to meet with their doctors, specialists and technicians," said Sam Brown, vice president of operations at University Hospitals. "Now, patients will have the flexibility to manage the appointment process with state-of-the-art AI technology that is designed to enable a frictionless experience."

5. The tool will be deployed at University Hospitals' contact center, which manages calls for all hospitals and health centers within its system, a spokesperson for Interactions told Becker's.

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